What are the responsibilities and job description for the Client Success Manager position at Reward Gateway?

Client Success Manager

Department : Client Success

Employment Type : Full Time

Location : Boston / Rochester / Chicago

Reporting To : Client Success Team Manager

Compensation : $70,000 - $75,000 / year

Interested in this role You can find all the relevant information in the description below.

Description

Since 2006 we’ve helped the most innovative companies and HR leaders transform the employee experience to attract and retain top talent through employee benefits, strategic reward and recognition, and much more. As an ambitious, hyper-growth SaaS company, we're the first to achieve “Unicorn” status within the HR Tech sector and are keen to meet individuals who are passionate about positively impacting the future of work.

Your role in our Mission

Our mission is to make the world a better place to work and to achieve this mission we need you to :

Build World-Class relationships by delivering reliable, credible and proactive success strategies to a varied portfolio of US clients
Be a specialist in providing solutions to HR’s business challenges through market-leading recognition and communications technology
Protect and grow client revenue through understanding client objectives and identifying new opportunities to help drive greater engagement with their program

The Role

We are looking for a dedicated Client Success Manager who will deliver a world-class service, to increase engagement and help clients to understand insights and analytics, industry benchmarks and provide best practice solutions. The Client Success team ensures that customers see value in the product they pay for and that they're happy with the results. A Client Success Manager has the responsibility to make sure that a product helps customers achieve their goals, and drive increased customer satisfaction and usage.

We need an experienced Client Success Manager (CSM) with a consultative approach, a successful track record of client satisfaction, and a growth mindset of proactively managing a portfolio of clients with medium to large workforces. You will ultimately be responsible for your own book of business, ensuring the success of each account leads to high client retention, and product adoption, whilst providing the best service possible for our clients.

Some of Your Responsibilities & Core Duties will include :

Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders.

Proactively maintain a strategic partnership with your clients and contacts, understanding their people and business goals. Identify areas where our solutions will help your clients to achieve their goals.

Actively work with the Implementation team - managing and leading on client projects at any one time, coordinating the resources and stakeholders needed internally and externally to ensure the project is successful and delivered on time.

Proactively work on issues, prioritizing accordingly and coordinating resources across product, engineering and support teams where necessary.

Bring value to your clients, providing advice on engagement theories, access to thought leadership, inviting them to relevant RG events or facilitating help and support in challenges they may face.

Provide meaningful, relevant and insightful analysis on program performance and demonstrate how this is aligned to your clients goals, and understanding where the opportunities for improvement are.

Build a detailed view of the risks and opportunities within your portfolio and implement solution-focused plans to mitigate risks and maximize opportunities.

Ensure Salesforce is always accurate and up to date and all client admin tasks are completed on time and to a high standard.

Advocate for your client internally and raise the profile of ‘win stories’ within the business to strengthen the partnership and support marketing initiatives.

The Experience and Key Skills you will have :

2 years demonstrated track record of working within Client Success (B2B, SaaS experience preferred)

Ability to work with workforces with an employee size of 500 to 2500

Exceptional Salesforce hygiene to paint a picture of client health

Experience in running consultative meetings that unearth detail and produce strategic action plans

Build rapport with clients at all levels by understanding their goals, objectives and agenda

Excellent communicator with the ability to adapt to individual client style

Practical, level-headed and able to prioritize - understanding when to get involved and when to step back.

Comfortable collaborating with different teams within Reward Gateway and stakeholders.

Proven growth mindset with a focus on coachability and continuous learning and improvement

The Interview Process :

Telephone interview with our recruitment team

Interview with Client Success Team Managers

Final interview and presentation assessment with the Client Success Team Manager and Implementation Team Manager

Be comfortable. Be you.

At Reward Gateway, we want all of our employees to feel comfortable bringing their passion, creativity, and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.

We hire BETTER.

From perks to people, our BETTER approach to hiring earns us more trust, happier people, and more world-class talent that helps us to make the world a better place to work. Find out more about Reward Gateway's approach to benefits, equality, talent, technology, empathy, and what you’ll get in return for joining our Mission at rg.co / lifeatrg.

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Salary : $70,000 - $75,000

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Client Success Manager

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